Customer Success Manager - Strategic Accounts (Tier 3)

Company Description

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.

Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond. 

Job Description

Fastmarkets are re-imagining how to better serve our customers and improve our customer offering to deliver high growth in the next few years. In doing so we are looking for a dynamic Customer Success Manager to own a portfolio from our Strategic customers. You will work with a cross-commodity portfolio providing a first-class customer experience.

We are looking for an individual who has a strong background in managing large client accounts and the ability to build long-term relationships with senior stakeholders, whilst providing outstanding client management. You will have a flexible mindset, innovative thinking and solid business acumen.

Your strategic mindset will ensure you are proactively networking within your accounts to gather insights on how our data is used within their business. You will ensure that our clients have regular touchpoints where you present quarterly account reviews working closely with the Account Manager. Your commercial mindset will identify gaps in their solutions, you will pro-actively account plan with the Account Manager for a successful commercial output. Your passion for people and really building relationships will see you visiting your customers for face-to-face meetings.

The Customer Success Manager will report directly into the Head of Customer Success and will also be responsible for supporting companywide initiatives.

PRINCIPLE ACCOUNTABILITIES

• Build and maintain strong, long-term relationships with Fastmarkets' Strategic accounts, acting as a trusted partner to understand their needs and align solutions that drive value.
• Have a commercial mindset to support the business growth working closely with the Account Manager to ensure that you identify opportunities for cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.
• You will visit key customers to build relationships with key stakeholders to establish their goals for a successful partnership.
• Act as the trusted advisor for customers by understanding their markets and deliver knowledge and insights aligned to their vision.
• Build strong relationships to enable networking within the accounts. Successfully create workflow value maps so we can understand how our pricing data is being used throughout their business  
• Be prepared to hold in depth conversations regarding our pricing, data, methodologies – you should project confidence and credibility and succeed in forging a relationship of trust with your customers. This will enable objection handling and help identify customer pain points.
• Ensure that client quarterly account reviews take place throughout the client lifecycle.
• Collaboration with Account Managers to develop strategies and deliver quarterly account reviews.
• Use all data available to identify account risk then plan for mitigation with the Account Manager – you will be obsessive in understanding how to reduce churn within your portfolio.
• Actively identify gaps in a customer’s package, seek out upsell opportunities and identify new users. Raise any opportunities to the Account Manager to then close these opportunities.
• Work to embed additional Fastmarkets’ products (Platform, API, Excel plug-in, etc.) within the Customer workflow and to expand the user base within the Customer organisation.
• Periodically input and update into the Account Plan, to support effective Account management by the Account Manager.
• Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt or engage with Fastmarkets’ solutions.
• Listen to our customers’ NPS feedback to identify new product ideas and functionality. Act on client feedback, and work with the Product team to build their feature enhancements pipeline.
• Collaborate with the customer support team to ensure technical issues are addressed within SLAs and on-going issues do not persist.
• Create customer onboarding and adoption plans with the appropriate teams to ensure users are trained across your accounts. Provide and deliver ad-hoc training where necessary with senior stakeholders.
• Ensure you are up to speed on all the latest releases and enhancements in our solutions and that you have effectively communicated these to your customers (providing training where necessary).
• It’s imperative that you build internal relationships with all departments (editorial, sales, product and marketing teams) to ensure an outstanding and streamlined customer experience.
• Maintain an exceptional level of customer satisfaction rates ensuring action is taken from our customer surveys.
• Support amplifying the customer by identifying case studies, seeing these through to completion.

KEY INTERFACES

• Customer Adoption & Onboarding Team
• Sales Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team

Qualifications

KNOWLEDGE, EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

Essential

• You will have worked in a product focused SaaS business with a minimum of 2 years working as a Customer Success Manager.
• You will be customer-centric going above and beyond when required with a pro-active, self-organised mindset.
• Understanding of CRM data management systems – Salesforce would be beneficial
• Commodities experience (Agricultural, Forest, Metals & Mining or Battery Raw Materials) would be an advantage. However, we will accept similar experiences such as a background in pricing or subscription agencies.
• Strong ability to build relationships which encompasses a wide range of skills. We are looking for someone who is curious, asks appropriate questions, listens, is empathic and understands how to invest time with the right people to secure our position across the portfolio. A high level of emotional intelligence is necessary.
• Strong technical proficiency with a demonstrable aptitude for excel (knowledge of APIs would be beneficial).
• Demonstrate that you are a strategic customers success manager that understands how to actively steer away from firefighting tasks.
• Whilst portfolios are jointly owned with Account Managers, you will take ownership and responsibility to ensure Customer Success is achieved (measured by retention, customer satisfaction, Customer NPS).
• Being able to visit clients (travel to other countries may be required).
• Exceptional communication skills (with an emphasis on presentation skills).
• Experience of working in a global B2B business.
• Knowledge of a second or multiple languages would be beneficial.
• Expectations to commit to our hybrid working model

Additional Information

Our Values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance
   
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
   
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
   
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
   
• CUSTOMER CENTRIC. We are customer-centric in all that we do
   
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.

It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.